Job Type Permanent Full-Time Location Dublin City, County Dublin, Ireland Job Details Vhi, Ireland's leading health insurer and healthcare provider, is currently seeking to appoint a Director of Customer Operations on a full-time, permanent basis based in Dublin. The successful candidate will lead and oversee key operational functions within the Insurance business. As a member of the Insurance Executive Management Team, this role also carries the responsibility of PCF 42 (Chief Operating Officer) for Vhi Insurance DAC. The successful candidate will have responsibility for the strategic leadership and performance of Customer Operations across the insurance business, ensuring best-in-class delivery of policy administration, income collection, credit control, and claims management. The role will play a critical part in enabling Vhi's business strategy and driving insurance change while ensuring strong financial discipline, operational resilience and regulatory compliance. The Chief Operating Officer will also serve on several key governance bodies, including the Reserving Committee, Executive Risk Committee, Operational & Change Management Committee and the Operational Resilience Steering Committee. What will you do: Overall responsibility for managing the internal operations of the firm (IR25) ensuring the delivery of strong and efficient operational performance across all aspects of the Insurance business Partner with other members of the Insurance and Group Leadership Teams to develop and implement the organizational strategy and to assess performance against both budget and medium/long term strategic objectives Ensure the Insurance organisation's structure and processes are designed to achieve operational efficiency with a focus on continuous improvement Ensure efficiency in claims management and processing with a focus on customer advocacy Responsibility for the firm's outsourcing framework (PR19) including the effective management and oversight of outsourcing arrangements and management of the Outsourcing forum including intragroup outsourcing Ensure timely and efficient collection of insurance premiums in line with agreed contractual terms and conditions Responsible for efficient policy administration and credit control Ensure all operational activity is achieved within agreed service levels and meets all regulatory and compliance requirements Drive process improvement projects ensuring all projects are strategically focused, offer value for money with a strong focus on enhancing member experience Successful management of teams with the operations area, promoting positive levels of colleague engagement, ensuring colleagues have required capabilities and have opportunities to grow and develop in their roles. Ensuring all teams are competent and capable in their roles meeting regulatory requirements such as MCC, CPD, F&P etc. Responsible for the implementation of an effective operational resilience framework for the Vhi Group and business continuity management What will you need to be successful: Education & Knowledge: 10+ years' experience in insurance and senior management role with a third level qualification in a relevant business discipline Indepth knowledge of health insurance and the financial services regulatory environment Experience: Proven experience of working in a regulatory environment with experience of engaging with and managing relationships with Board level stakeholders and external regulators Demonstrated track record of success and achievement in operational efficiency and business change Negotiating with and managing internal and external partners & stakeholders Experience of managing significant and complex budgets Experience of leading an organisation through large scale change and transformation Technical skills Strong commercial & financial acumen A focus on agile ways of working, innovation and creative thinking Strong analytical and problem-solving skills Strong ability to drive operational efficiency and continuous improvement ethos supported by AI Interpersonal: Ability to lead and motivate a team of highly qualified professionals Strong communication and influencing skills, internal and external Demonstrated alignment with Vhi values This is a PCF - 42 role in line with Central Bank requirements Sustainability At Vhi, we believe that the health of people and the health of the planet are interconnected. That's why we're on a journey towards an integrated model of healthcare that puts people and the planet at its heart. Our Commitment to Inclusion and Accessibility At Vhi, we are on a continuous journey to build an inclusive and diverse workplace where everyone feels valued and respected. We welcome applications from individuals of all backgrounds, experiences, abilities, and perspectives We are committed to providing reasonable accommodations at every stage of the recruitment process for candidates with disabilities, neurodivergence, or medical conditions. If you require an accommodation, please contact, and a member of our recruitment team will be in touch via email. Any information you provide will be treated confidentially within the recruitment team and used solely for the purpose of determining and providing appropriate accommodations during the application and recruitment process. Vhi is an equal opportunities employer Ready to start your journey? Apply now. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.